ServiceNow improves all IT Service Management Processes at Belgian Isabel Group

"ServiceNow was promising to improve IT Service Management processes and potentially service levels. Fujitsu was appointed as the preferred implementation partner because it is the EMEA expert for ServiceNow projects."

Roel Liers,
Senior IT Operations Manager Isabel

Customer

Isabel Group is a Belgian company, founded in 1995, at the initiative of the major banks, the present shareholders, and has since become the leading provider of multi-bank internet services for professional users. With more than 250 experts, Isabel Group ensures 75,000 users and 30,000 customers, including major companies, SMEs, schools, the self-employed, and government agencies are able to choose the best products and services offered by over 25 banks.er 25 banks.

Challenge

Isabel’s IT Service Management solution, which it used to follow up on incidents, was reaching end-of-life. The company decided to replace it with ServiceNow, however, it needed the right technology partner to ensure the project was a success.

Solution

Fujitsu rebuilt the existing Incident, Problem and Change Management processes within ServiceNow, bringing processes that were previously executed with two separate tools together. It also introduced a Service Catalog with Request Management processes.

Benefit

Changes to the asset database and IT requests are delivered in a more controlled and structured way

Implementation no longer depends on local infrastructure, assuring seamless operation

Excellent project management ensured all actions were delivered as expected

ServiceNow introduces Service Level Management to follow up the quality of service and increase user satisfaction